FEEL THE THRILL OF CREATIVE EFFORT AND ACHIEVE THE IMPOSSIBLE
Alpha Technologies specializes in the IT recruitment of top quality specialists needed for all levels of organization. We are American company based in Wrocław.
We are looking for:
IT Infrastructure L2 Desktop Support Specialist
Location: Wrocław
Key Responsibilities
- Daily environment health check and pre-shift communication.
- Incident queue coverage in shift patterns.
- Clearly document support issues and all steps performed in SNOW ticketing tool.
- Update cases and communicate with clients on a daily basis or as required until issue is closed.
- Escalate customer issues through the proper channels.
- Recognize and prioritize tasks arriving to dedicated queue.
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others.
- Ensure top quality of data for incidents handled by the team.
- Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction.
- Update cases and communicate with clients on a daily basis or as required until issue is closed.
Essentials Skills and Qualifications:
- Fluent written / spoken: German, French, Italian.
- Fluent written / spoken English.
- Ability to resolve complex technical problems.
- Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
- In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7.
- Distributing, installing, updating and uninstalling software applications.
- Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
- Manage cases according to defined severities and case priorities to meet client’s expectations.
- Must be dependable and able to work both individually and in a team environment.
- Must possess strong sense of ownership of client relationships.
- Highly customer focused with ability to provide consistently excellent customer service and professionalism.
- Attention to detail and proactive management.
- Excellent verbal and written communication skills.
- Strong Teamwork and communication / information sharing.
- Proven extensive experience of supporting an end user environment.
- Keen on providing remote support by phone, chat and remote assistance session.
- Working knowledge of Active Directory and group management.
Your benefits:
- Employment agreement or B2B contract - it depends on your preferences.
- Competitive salary, which depends on your skills and qualifications.
- Remotely trainings with our Specialists from USA.
- International projects.
- Regular improving of your current knowledge.
- Possibility to start cooperation in USA.
- Private Medical Care.
- Life Insurance.
- Sport Card.
